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Carnival Cruise Lines

Carnival Cruise Lines review: Air reimbursements

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3:22 pm EST
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On 11/09/2023, I woke up to an e-mail from Carnival Cruise Lines advising that my Shore Excursions were cancelled due to a Full Booking Cancellation. Immediately, I called Guest Services to find out what was meant by a Full Booking Cancellation. Guest Services advised that CARNIVAL PANORAMA had to be dry docked due to mechanical issues and further guidance on reimbursements had not been provided yet. However, I was advised to search for another cruise to apply the future credit to since I paid in full, and I’d have to use the credit within one year of the date of cancellation so I scrambled to find another cruise before the end of January 2024 since my husband is going TDY for approximately ten months. I was also advised that Carnival Cruise Lines should/would send me further guidance on reimbursements but I didn’t have time to wait for that guidance since upcoming cruises were getting fully booked. Note: I never received an e-mail or a letter regarding reimbursements until Tuesday, January 2, 2024, which was three days after the subsequent cruise booked and nearly two months after my initial complaint. Guest Services also advised me to send an e-mail to [protected]@carnival.com for “full reimbursement,” for non-refundable flights, and I did so on Nov 10, 2023 at 1:50 PM but Guest Admin (Mr. Somarriba) didn’t respond until 11/16/2023 at 01:59 PM, and he refused to answer my questions about the reimbursement amounts UNTIL/UNLESS I cancelled the flights first, which was highly unreasonable and unfair. To date, he nor anyone else speaking on his behalf seem to understand how his refusal to be transparent about the reimbursement amounts caused me further unnecessary financial loss and robbed me of an additional memory with my husband. It remains their position that I didn’t have the right to decide what to do with my own money.

I didn’t want to cancel the flights unless I received a full reimbursement, because my husband and I could still use the tickets for a last-minute trip beginning December 2nd. After all, it was my money. Guest Admin (Mr. Somarriba) knew my concern and the cost of the tickets ($914.09), but he refused to tell me that he was only authorized to reimburse $200.00 per person, even though it was public knowledge and I had a right to know before cancellation. Note: I WAS NOT provided any e-mails and/or letters advising of the reimbursement amount. None. That’s why I asked him for clarification but he would not provide it until/unless I cancelled first and time was of the essence because the date of travel was approaching. In fact, he wrote the following, “We are unable to review the reimbursement until the flights are canceled and the airline advises no compensation was offered.” That was a blatant lie. He was able to tell me that a full reimbursement would not be provided, but he chose not to share this information no matter how many times I asked him, and he stopped corresponding altogether until one day before my flight, Friday, December 1, 2023. That’s when he advised that he’ll mail me a paper check for $400 Bucks, and he WILL NOT refund the difference of $514.09. I’m at a loss of $514.09 due to his intentional lack of transparency and I’m concerned about how many others he’s done this to.

I’ve since e-mailed Mr. Somaribba several times, and he doesn’t believe that he had a duty and a responsibility to be transparent with me about the reimbursement amount before cancellation so I could make an informed decision. I’ve since e-mailed [protected]@carnival.com, [protected]@carnival.com, [protected]@carnival.com, [protected]@carnival.com, & [protected]@carnival.com but ALL of my complaints were redirected back to him. Most recently, Guest Admin (Ms. Long) replied back to me on his behalf. Neither one of them honored my request to have this matter resolved via arbitration since it keeps being reviewed by the same individuals and/or department complicit. I previously asked for the remaining balance owed to me as a cruise credit for my subsequent cruise, Bkg B6HH36, OR upgrades like a couples’ massage at the SPA and WIFI OR CHEERS & BUBBLES for my husband and I for the three FUN DAYS AT SEA in exchange, which still would’ve been a financial benefit to them. However, the cruise has come and gone. Now, I’d like the money refunded back to me. Note: I’ve attached the I initial e-mail correspondences as proof. Please review the jpeg attachments for the initial e-mail chain regarding this complaint. I’m more than happy to forward the other e-mails if/when the company replies with human decency.

Claimed loss: I’m at a loss of $514.09 due to Mr. Somaribba’s intentional lack of transparency.

Desired outcome: I’d like the remaining balance refunded back to me, $514.09.

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Jan 11, 2024 2:50 pm EST
Carnival Cruise Lines customer support contacts
Address

3655 NW 87th Avenue, Miami, FL, 33178, US

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Thank you for the opportunity to respond.

I’m very sorry to hear of your experience and I’d like to extend my sincere apologies for the situations you’ve described.

So that we can further assist you, we invite you to contact us at 1.800.438.6744.

Our team members will gladly review each of these matters in further detail.

Thank you for your understanding.

Carnival Cruise Line
Update by ursharna
Jan 11, 2024 4:49 pm EST

I gladly accepted your invitation, and I called your 1-800 number, yet again, at 3:13 PM on today’s date for further resolution (57 minutes). I spoke with Heather HBX in your Resolutions Department who spoke with her team lead and Mr. Somarriba?!? Again, every complaint gets routed back to the same person responsible for my financial loss, and because he IS NOT willing to compensate me the remaining balance due, I AM expected to deal with the loss of money and the loss of memories made with my husband. Mr. Somarriba and Guest Admin still believe that he was under no obligation to tell me that they were not providing a full reimbursement. They also believe that he had a right to require me to cancel my flights before telling me what the reimbursement amount was. This was my fourth cruise with Carnival Cruise Lines, and I used to sing their praises. If they can’t make this right, then they don’t value me as a customer.

Jan 12, 2024 9:24 am EST
Carnival Cruise Lines customer support contacts
Address

3655 NW 87th Avenue, Miami, FL, 33178, US

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Thank you for the opportunity to respond again.

We are sorry to learn that you remain displeased and although we empathize with your position our response is not a favorable one, we certainly understand your frustration.

Unfortunately, this is a case where we are unable to honor your request. We truly regret that we are unable to come to an understanding and this is our final disposition.

At this point, we must advise, we will no longer be responding to correspondence related to this matter and apologize for any further disappointment.

We appreciate your understanding.

Carnival Cruise Line
Update by ursharna
Jan 21, 2024 8:12 am EST

My complaint was not resolved. Carnival Cruise Lines made clear that “they will no longer be corresponding to correspondence related to this matter.” What else can I do?!? Take them to court over $500 Bucks? That’ll only be beneficial if there is a class action lawsuit. How many customers were affected? I have no idea. All I can do is take my business elsewhere and pray about it. That still doesn’t make things right. That’s why there was no activity. Now I better understand why so many complaints appear to be “Resolved.”

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This complaint has been resolved automatically due to user's inactivity.

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